Customer Success Team Manager

Customer Success Team Manager Job Description Template

Our company is looking for a Customer Success Team Manager to join our team.

Responsibilities:

  • Monitors interactions to ensure that team members are giving accurate information and following approved practices;
  • Utilizes reporting for business metrics to guide team member coaching and performance management;
  • Works with management and team members to proactively identify, manage, and escalate risks which may impact the business;
  • Assists and makes employment decisions and sets performance standards; trains and coaches staff, writes and conducts performance evaluations;
  • Ensures capabilities and knowledge of team members keeps pace with customer expectations;
  • May perform budgetary analysis, reports or special project work as requested by business partners and senior management;
  • Coaches and develops a positive and productive work environment and builds relationships with business partners;
  • Resolves complex problems or inquiries;
  • Identifies and builds upon relationships with business partners and key stakeholders;
  • Works with management and team members to proactively identify, manage, and escalate business risks and engages with the appropriate partners;
  • Oversees and executes on hiring, training, developing, and retaining a diverse workforce;
  • Ensures team meets government regulations and company policies;
  • Coaches and develops a positive and productive work environment;
  • Reviews contact center key performance indicator reporting and monitors for trends to ensure high levels of quality and customer experience;
  • Oversees staffing, budget and resources to provide quality service and/or improve performance.

Requirements:

  • Ability to develop partnerships and collaborate with other business and functional areas;
  • Experience recognizing service opportunities and providing exceptional customer satisfaction;
  • Ability to recruit, retain, and grow high potential talent/teams;
  • Ability to lead during times of ambiguity and change;
  • Ability to leverage diversity and develop next level of team;
  • Ability to inspire and engage the broader team, leading with ethics and integrity in all we do;
  • Highly refined and professional verbal and written communications;
  • 3+ years of leadership experience;
  • 1+ year of supervisory or coaching experience;
  • 2+ years of experience assessing and meeting the needs of customers and/or solving customer problems;
  • 5+ years of experience assessing and meeting the needs of customers or solving customer problems.